IT Service Desk Systems Administrator

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CLA, one of the nation's largest public accounting and professional services firm is currently seeking an IT Systems Administrator to support our Enhanced Managed Services clients for our Minneapolis office.

Position Summary

The IT Service Desk Systems Administrator supports the CLA Financial Institutions Group (FIG) Enhanced Managed Service (EMS) group, which provides Level 2 technical support to our clients using a Managed Services Provider (MSP) model. The IT Service Desk Systems Administrator works with clients directly to resolve submitted issues for software, hardware, server, network, or other issues and either resolves them or escalates them to the appropriate team for further troubleshooting.

As an IT Systems Administrator the job includes:

Ticket Management:

• Responsible for entering ticket notes and time into the ticketing system following documented processes to ensure proper documentation and resolution.
• Review and manage their tickets daily to ensure client support issues are resolved within existing Service Level Agreements (SLAs).
• Manages assigned tickets to ensure they are completed in a timely manner and ensures aging tickets are not excessive; escalates tickets to the appropriate team if unable to resolve.

Asset management:

• Assist in keeping our client's inventory accurate through asset discovery, stale device checks, and verifying all devices are properly classed and set up in using our Remote Monitoring and Management (RMM) tool.

Client Maintenance:

• Identify and resolve anti-virus issues.
• Provide a wide variety technical support for our managed clients, ranging from low-level to very complex issues.
• Systems Administrators also provide some client maintenance tasks including, but not limited to hardware firmware updates, software updates, including for non-core banking software.
• Follow the documented escalation process when necessary.

Technical Support:

• Make client username changes.
• Setup new user accounts and devices.
• Support/installation of desktops, printers, mobile devices, remote desktops, and other client devices.
• Complete firewall whitelisting.
• Microsoft stack support: Windows 7/8/10/11, Windows server 2008 through 2019, Office 2016/365, Azure/AD & Intune/MDM, Exchange hybrid/online.
• Mobile Device Management support (Apple iOS, Duo).
• Microsoft Bit locker support.
• Perform entry level LAN network administration and troubleshooting
• Provide other technical support to clients based on individual technical skills and experience.

Documentation:

• Understand where to find pertinent information in our Knowledge Base to troubleshoot and resolve tickets assigned to them.
• Update missing or incorrect/outdated documentation.
• Flag documents that are incorrect or outdated and update them as able.
• Make recommendations to improve processes, procedures, and tools to improve overall efficiencies.

Training:

• All new EMS Service Desk staff participate in a formal 30-day training program that is required to be on-site and in-person.
• Complete required training on EMS Service Desk tools.
• Initiate self-study on our managed services tools and technologies that are most used by our Financial Institution and Healthcare clients.

On-Call:

• Systems Administrators participate in a week-long on-call rotation approximately once every 2-3 months.

Experience

• Minimum of three years' experience in an enterprise service desk (Managed Services Provider experience strongly preferred) working with PCs, server support, network configurations including remote desktop servers, and mobile devices.
• Previous Managed Services or Call Center experience is preferred.
• Experience working in highly regulated industries (financial, healthcare, etc.) is preferred

Education

• Associate degree in a related field of information systems or technology. Equivalent experience of four years may be acceptable in lieu of degree in some cases.

Certifications / Licenses

• Preferred certifications include any mix of Microsoft, A+, Network+, ITIL/ITSM, Security+, N-Central, ConnectWise, VMWare, or Meraki.
• EMS Systems Administrators are expected to gain one new certification per year.

Technical Competencies

EMS Service Desk Systems Analysts must have a strong working knowledge of computers and technologies, current operating systems, and common applications such as MS Office Suite (Word, Excel, PowerPoint, Outlook), Adobe, etc. Must be proficient in desktop, server, remote desktop, and network support. A good understanding of networking principals, Active Directory, and firewalls is required. The ability to manage multiple priorities, be detail oriented, and demonstrate strong logical troubleshooting skills are critical for this position. Experience with common MSP tools such ConnectWise, N-Able/N-Central, IT Glue (or similar tools), Netsurion, CyberHawk, Meraki (or similar tools) is a plus.

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CLA exists to create opportunities for our people, our clients, and our communities. We are a proud equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, disability status, protected veteran status, national origin, or any other characteristic protected by law.

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